Job Description:

We are seeking an experienced Tech Writer to conduct a pre-study focused on customer documentation on behalf of our client.The objective is to develop a proposed framework and recommended operating model for customer documentation that can be used both internally and in customer-facing communication.

The assignment will also evaluate opportunities to streamline documentation processes, increase efficiency through automation, and explore the use of AI to support documentation activities.

Purpose of the Pre-Study

The purpose of the pre-study is to:

• Develop a proposed framework for customer documentation.

• Define a recommended operating model for documentation creation, maintenance, and governance.

• Establish documentation practices that support both internal stakeholders and customer-facing communication.

• Identify opportunities for process optimization, automation, and AI-assisted documentation workflows.

Scope of Work

1. Mapping of Existing and Required Documentation

Conduct an assessment of the documentation currently provided to customers, as well as documentation that should be provided, including but not limited to:

• Product descriptions

• User guides

• Release notes

• API specifications

• Documentation within Console or other customer-facing interfaces

• Other technical or operational documentation

2. Current State Assessment and Responsibilities

Document and evaluate the current documentation setup, including:

• Ownership and responsibility for documentation updates

• Update processes and frequency

• Dependencies across Product, Development, Support, Release Management, and other relevant functions

3. Recommendations for Future Ways of Working

Provide recommendations covering:

• A proposed framework for customer documentation

• Improvements, additions, or removal of documentation content

• Governance structure and ownership model

• Documentation update and quality assurance processes

• Best practices for presenting documentation clearly to customers (e.g., through Console or similar interfaces)

• Recommended update cadence and maintenance approach

4. Automation and AI Opportunities

Assess opportunities to improve documentation workflows through automation and AI, including:

• Identification of documentation activities suitable for automation

• Evaluation of AI support for content generation, updates, summarization, and quality assurance

• Recommendations for implementation approaches, tooling, and next steps

Expected Deliverables

The pre-study is expected to deliver:

• Current state assessment

• Identified gaps and improvement areas

• Recommended framework for customer documentation

• Proposal for future processes and responsibilities

• Assessment of automation and AI opportunities

• Recommended roadmap and next steps

Desired Competence Profile

The ideal candidate should have experience in:

• Technical documentation and customer documentation

• Product and service documentation within software, SaaS, and API environments

• Information architecture and documentation governance

• Process mapping and workflow analysis

• Automation and AI applications within documentation processes (preferred)